When you hand over your vehicle to a service center, you’re not simply paying for a repair — you’re placing trust in the people behind the tools. You expect your car to be treated with care, precision, and respect for the responsibility that comes with the work. That trust was broken here. I brought my SUV in for service twice, and I believe it came back scratched on both occasions. That alone is frustrating. But what struck me more deeply — and compelled me to write this — was how my concerns were handled. I calmly raised the issue with the sales rep, Marci. I didn’t demand blame or compensation; I simply asked that the technicians be made aware and exercise more caution. Her response? “We’re human. We make mistakes. If and when we do, we will fix it” How can you lead with “we’re human, we make mistakes” when dealing with someone’s vehicle — something people depend on for their safety and daily life? Hoping for accountability, I spoke with the owner, only to hear: “Issues happen here.” Let that sink in. The person in charge openly admitted that damage and problems are simply part of the business. No apology, no reflection — just resignation to mistakes being inevitable and accepted. But that’s not how it should be. Automotive work is not casual labor. It demands attention to detail, deliberate care, and above all, a deep pride in the craft. Mistakes may happen, yes, but to treat them as routine is to abandon the very foundation of professional integrity. What kind of philosophy is it to say, “We’re human, we make mistakes” — and stop there? If that’s the mindset, how can any customer trust you with their brakes, their engine, or their safety? Precision and accountability aren’t optional — they are fundamental. This experience left me not just dissatisfied, but disheartened. What’s missing here isn’t merely care for a vehicle — it’s care for the principle of doing things right. If you believe, as I do, that craftsmanship still matters — and that trust must be earned, not shrugged off — I urge you to take your business elsewhere.
Dear Mr. Wright, Thank you for taking the time to share your experience. While I regret that you left our shop feeling disappointed, I do feel it’s important to provide some additional context. At Viking Automotive, we take the condition of every vehicle seriously, which is why we photograph all four corners of every car before anyone touches it. This is a standard process we follow to protect both our customers and our team. In your case, the photographs clearly showed that the scratches you mentioned were present when the vehicle arrived. I understand this may have been frustrating to hear, but we rely on this process to ensure fairness and transparency for all parties. When we spoke directly, I did my best to reassure you that if we ever make a mistake, we own it and we make it right — that has always been our approach. At the same time, I believe in being honest with our customers: it would be misleading for any shop to claim that nothing can ever happen in the course of repairs. What matters is how a business handles concerns when they arise — and we stand behind our work and our accountability. I’m truly sorry that despite our efforts, this situation left you feeling disheartened. We take pride in our work, our integrity, and the trust our community places in us. I remain available if you'd like to review the photographs or discuss this further. Sincerely, Rhonda Svensson Owner, Viking Automotive
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